Premier Enterprise Support Bronze Statements of Work

Transcription

1 Premier Enterprise Support Bronze Statements of Work October 2003

2 This document should be read in conjunction with and supplements Dell s terms and conditions of sale and service. DELL MAKES NO EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE SERVICES, INCLUDING BUT NOT LIMITED TO ANY WARRANTY WITH RESPECT TO THE PERFORMANCE OF ANY HARDWARE OR SOFTWARE USED IN CONDUCTING SERVICES OR ANY EXPRESS OR IMPLIED WARRANTIES CONCERNING THE RESULTS TO BE OBTAINED FROM THE SERVICES OR THE RESULTS OF ANY RECOMMENDATION DELL MAY MAKE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES CONCERNING THE PERFORMANCE, MERCHANTABILITY, SUITABILITY, NON- INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OF ANY OF THE DELIVERABLES OR OF ANY SYSTEM THAT MAY RESULT FROM THE IMPLEMENTATION OF ANY RECOMMENDATION DELL MAY PROVIDE. NOTHING IN THIS AGREEMENT OR ANY OTHER WRITTEN DOCUMENTATION OR ANY ORAL COMMUNICATIONS WITH CUSTOMER MAY ALTER THE TERMS AND CONDITIONS OF THIS PARAGRAPH. LIMITATION OF LIABILITY. UNDER NO CIRCUMSTANCES WILL DELL OR ITS SUBCONTRACTORS BE LIABLE FOR ANY OF THE FOLLOWING: SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY TYPE, INCLUDING BUT NOT LIMITED TO PRODUCTS OR SYSTEMS BEING UNAVAILABLE FOR USE, LOST PROFITS OR SAVINGS OR LOST OR CORRUPTED DATE OR SOFTWARE, OR FOR ANY DAMAGES FOR PERSONAL INJURY, OR DEATH, WHETHER DIRECT, INDIRECT OR OTHERWISE ARISING OUT OF OR IN CONNECTION WITH THIS SOW OR THE SERVICES OR ARISING OUT OF THERESULTS OR OPERATION OF ANY SYSTEM RESULTING FROM IMPLEMENTATION OF ANY RECOMMEDNED PLAN OR DESIGN, EVEN IF DELL OR ITS SUBCONTRACTORS HAVE BEEN ADVISED OR THE POSSIBILITY OF THE DAMAGE, AND EVEN IF YOU ASSERT OR ESTABLISH A FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED IN THIS AGREEMENT. UNDER NO CIRCUMSTANCES WILL DELL BE LIABLE TO YOU FOR ANY AMOUNT IN EXCESS OF THAT AMOUNT SPECIFIED IN THE SIGNED AGREEMENT BETWEEN YOU AND DELL OR IN THE ABSENCE OF SUCH AGREEMENT DELL S STANDARD TERMS AND CONDITIONS OF SALE AND SERVICE. If any inconsistencies or conflicts arise between the provisions of this SOW, any Services Description or any other applicable Customer signed agreement or Dell s Standard Terms and Conditions of Sale and Service, the following order of precedence shall apply in the order of priority: 1) This SOW 2) Service Description 3) An applicable Customer signed agreement 4) Dell Standard Terms and Conditions of Sale and Service 2

3 Introduction Through the Premier Enterprise Support Service Program, Dell delivers a series of high-end services for server and storage customers. Premier Enterprise Support comprises four tiers of service: Platinum, Gold, Silver, and Bronze. Each of these service tiers is designed to meet the varied needs of enterprise customers. Gold Support: For business-critical systems, Gold support offers a rich suite of high-end services designed to help you manage key environments. Silver Support: For systems that require basic levels of support, the Silver tier provides you with 4 hour expedited resolutions. Bronze Support: For non time-sensitive systems and for customers who prefer to do their own troubleshooting and repair, Dell offers the Bronze package. This document provides a comprehensive description of the Bronze tier of Premier Enterprise Support, herein referred to as Bronze Support. 3

4 Table of Contents 30-Day Getting Started Configuration Assistance... 5 Telephone Technical Support... 7 Online Support... 8 Hardware Maintenance Service... 9 Optional Network Operating System Support

5 30-Day Getting Started Configuration Assistance Dell offers a 30-day Getting Started telephone support program (through our Level 1 Queue) at no additional charge to help you with optimisation and configuration questions during the critical 30-day period after shipment of your PowerEdge System. This program is available to customers who have Microsoft, Novell, or Red Hat operating system factory-installed on their Dell server. Software products covered for servers are: Microsoft Windows NT/W2K/W2003 Red Hat LINUX Novell NetWare Microsoft BackOffice Small Business Server Hours of availability are: Local prime shift business hours (8:00-9:30am at Dell s discretion for eight hours thereafter, depending on the local prime shift business in each applicable country). Language availability is: English, French, German, Spanish, Danish, Swedish, Finnish, Norwegian, Italian, Flemmish Contact numbers: Customers should call Dell s technical support team on the number listed in the system documentation. The number can be also found on Dell s E-support site support.euro.dell.com. Assistance Provided as Follows: Core Operating Systems Assist with the installation of drivers for internal peripherals such as hard drives, CD-ROMs or tape backup units supplied by Dell Assist with the installation and configuration of on-board video drivers within the validated limits Assist with the installation of service packs and patches for Dell-supplied operating system software. Assist with the configuration of one Windows client for server connectivity testing. If necessary, the client will be configured with a simple IP installation using a static IP address which should be removed by the customer after testing Perform connectivity testing between one Windows client and the server (using PING) Small Business Server (SBS) Confirm that the factory installation is as expected Connect the SBS server to an ISP using Dial-Up Networking Browse the Internet from the server Confirm operation of network communications using PING and network neighbourhood Assist with the driver installation for a disk or peripheral supplied by Dell and on the SBS Hardware Compatibility List (HCL). Assist with the installation and configuration of on-board video drivers within the validated limits Assist with the installation of service packs and patches for Dell-supplied operating system software. Assist with the attachment and configuration of a UPS service, and demonstrate functionality using the basic UPS service (if supplied by Dell) Assist with the installation and configuration of drivers to support optional internal peripherals as supplied by Dell and on the SBS HCL. Assist with the re-installation of the SBS software in the case of the customer inadvertently destroying the factory installation Customer Responsibilities Provide a knowledgeable person at their server s site to perform the required activities Provide, when required, a functioning client system on the same network as the server. Provide the tag number of the system on which the installation is being performed. Other reasonable actions to enable to Dell to provide assistance. 5

6 Service Notes Any software (including, but not exclusively backup or power management software) or hardware peripherals not supplied by Dell as part of the server, are not included in the terms of this support service. WAN connectivity in any form is beyond the service scope. 6

7 Telephone Technical Support Dell provides telephone based technical support, advice and general technical information related to Dell manufactured hardware. Technical support includes assistance and advice regarding installation of service packs, components, supplements, updates and patches for specifically covered factory installed operating systems and support for Pre-failure Alert. Hours of availability are: Local prime shift business hours (8:00-9:30am at Dell s discretion for eight hours thereafter, depending on the local prime shift business in each applicable country). Language availability is: English, French, German, Spanish, Danish, Swedish, Finnish, Norwegian, Italian, Flemmish Contact numbers: Customers should call Dell s technical support team on the number listed in the system documentation The number can be also found on Dell s E-support site support.euro.dell.com. Customer Responsibilities Provide a knowledgeable person at their server s site to perform the required activities Provide, when required, a functioning client system on the same network as the server. Before contacting Dell, please have the following information available - model number, tag number, date of purchase, description of the problem and any error codes. Other reasonable actions to enable to Dell to provide assistance Service Notes Any software (including, but not exclusively backup or power management software) or hardware peripherals not supplied by Dell as part of the system, are not included in the terms of this support service. 7

8 Online Support Dell provides online and technical support 24 hours a day via Dell s E-support site support.euro.dell.com. The site contains technical and troubleshooting information and utilities for your specific Dell model. The available services are as follows: Premier Page Login and registration Premier Page Customised Preferences (Customer managed) SUPPORT EURO DELL COM Website Technical Support & service Information Service Call Status Parts Request Online Warranty information, system configuration & system documentation Customer will need to register for a Premier Account, if not already registered. Dell Sales Account Manager or Gold TAM Team member handles request for new registration. Customer receives login On registration, customer can retrieve and set up profile. Customer will be able to configure their systems to allow referencing product information via customer s own service tags. Dell provides full access to support site environment (registered country) By accessing the support website (Support Euro.Dell.com) via their Premier Page, customers will have access to PESS features Dell provides Downloads, KnowledgeBase and System configuration Selected by system type or dependent upon the service tag entered Dell provides access to single or multiple tag service status. (Service call type, ETA contact information), information on current call status, not historical service calls Data provided is read only Dell provides ability for customer with Customer-owned Parts On Site to order parts for restocking Dell will fulfil the request through the standard parts handling process Dell provides service status and time left for system with tag number provided by customer Dell provides details of system configuration as shipped from Dell for system with tag number provided by customer Dell provides access to technical specifications, supported components and peripherals and software for Dell systems. Technical support via includes assistance and advice regarding installation of service packs, components, supplements, updates and patches for specifically covered factory installed operating systems and support for Pre-failure Alert. Hours of availability are: 24 hours a day Language availability is: English, French, German, Spanish, Danish, Swedish, Finnish, Norwegian, Italian, Flemmish Customer Responsibilities Provide a knowledgeable person at their server s site to perform the required activities Provide, when required, a functioning client system on the same network as the server. When contacting Dell have the following information available - model number, tag number, date of purchase, description of the problem and any error codes. Other reasonable actions to enable Dell to provide assistance Service Notes Any software (including, but not exclusively backup or power management software) or hardware peripherals not supplied by Dell as part of the system, are not included in the terms of this support service. 8

9 Hardware Maintenance Service The system is supplied with a warranty governed under Dell s Terms and Conditions of Sale and Service and three years hardware maintenance service with next business day response. Dell will endeavour to provide an on-site engineer by the end of the next business day, provided a Dell support technician agrees and accepts a system fault call more than one hour before the end of local business hours(14:30 hrs Nordics). Hours of availability are: Local prime shift business hours (8:00-9:30am at Dell s discretion for eight hours thereafter, depending on the local prime shift business in each applicable country). For details of system cover and policy for system relocation, please visit: uide.htm The Services which Dell agrees to provide under this Statement of Work ( SOW ) are services that are necessary because of any existing defect or a defect occurs in materials or workmanship in the Dell system or in any system component covered by this SOW. Preventive maintenance is not included. Dell is not obligated to repair any Dell system or any system component which as been damaged as a result of accident, misuse or abuse of the system or components or an Act of God such as but not limited to lightening, flooding, earthquakes. With regard to any services that are not within the coverage of this SOW, it will be within Dell s discretion whether to perform the services, and, if Dell elects to perform the services, the services will be subject to an addition charge to be paid to you. 9

10 Optional Network Operating System Support If you have purchased Microsoft Network Operating System or Microsoft Network Operating System with BackOffice Applications Support ( NOS Support ) in Dell s EMEA Direct Countries (defined as Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, South Africa, Spain, Sweden, Switzerland, UK and such other countries as Dell may advise you from time to time), Dell will provide telephone software support services to you consistent with the terms and conditions included in this document and Dell s Terms and Conditions of Sale and Service. Products Covered Telephone NOS Support is available for the Covered Software (defined below) running on Dell PowerEdge systems only. Software Covered Dell Openmanage suite and connections Dell Powersuites Veritas Backup Exec - certified configurations only Veritas Netbackup certified configurations only CA Arcserve/BRightstor - certified configurations only Oracle 9i RAC installation Windows certified configurations only Windows Server certified configurations only SBS Dell certified configurations only SQL 6.5/7.0/2000 Exchange 5.5/2000 Redhat Linux - Dell certified configurations only Novell Netware - Dell certified configurations only Microsoft IIS Proxy Server/ISA server Exchange 2003 SBS 2003 Commvault Galaxy All of the above shall be referred to as the Covered Software. Purchasing NOS Support Services from Dell Customers may purchase NOS Support as a five or ten service call pack only. The service call pack is valid for one year from the date of purchase as detailed on the invoice. The services can be purchased with a system, separately or as a renewal. Dell requires 3 business days from the date of purchase to process the service order and make the service available. Availability NOS Support is available during local business hours, excluding public and national holidays. Languages Supported English, French, German, Dutch, Spanish, Italian 10

11 Requesting Assistance NOS Support is available by calling the local Dell Technical Support number, documented in the system troubleshooting manual. Customers will be asked for the Dell NOS Support order number to verify entitlement. Once validated, Dell will arrange for a technician to return the call. Dell will use commercially reasonable efforts to respond within two working hours. Entitlement A service call is defined as a customer support request for Covered Software. The initial contact and any subsequent contacts necessary to resolve the issue, up to a maximum 60 minutes duration shall be treated as a single service call to be deducted from the service call pack purchased by the customer. A further service call will be deducted from the service call pack for every 60 minutes thereafter or part thereof. A single request from a customer for (i) more than one Product, or (ii) multiple unrelated problems on the same Product, will be treated as multiple service calls. In the event that no service calls remain or service calls have expired the customer must purchase a new service call pack to continue service delivery. What NOS Support Covers Dell will help resolve entitled customers problems by providing electronic and telephone assistance to encompass the following: Proposed corrections for Covered Software error messages. Problem determination which may include any of the following actions: information gathering analysis operational use assistance telephone based advice and guidance research including reproducing systems acquiring additional information Problem Resolution which may include any of the following actions: providing a resolution or steps towards a resolution workaround configuration changes escalate a bug report identification of errors advice on features and capabilities documentation of third-party escalation supply of patches/hot fixes What NOS Support Does Not Cover NOS Support excludes support for software other than Covered Software running on Dell PowerEdge systems. The service is limited to the number of service calls purchased. The service does not cover modifications, which cause incompatibility of the system or invalid configuration. Without limitation NOS Support does not include the following types of support: Development. Non-Dell hardware, or applications software support. Any on-site services. Remote or on-site training assistance. Covered software product upgrades or new releases. Remote administration of Dell systems. Scripting, programming, database design or web development 11

12 Customer Responsibilities To receive NOS Support customers are responsible for complying with the following: Record of Service Entitlement The order number for NOS Support acts as the entitlement key for service. Customers should have this information available to quote when calling for support. Cooperate with the technician Customers must confirm that the following conditions are true: The situation giving rise to the question is reproducible on a single system, i.e., one central processing unit with its workstations and other peripherals; The Covered Software is at the current release level supported by Dell; Customers calling for assistance must have technical knowledge regarding the Covered Software product, the hardware system, any other software involved and the facts and circumstances surrounding the incident to the extent necessary to enable Dell to carry out is support obligations; The full system, including software and hardware, is available and accessible to the customer s representative without limit during any telephone discussions with the Dell support technician; The representative will follow the instructions and suggestions of Dell s support technician, using the full system. Customer must provide other reasonable actions to enable Dell to provide assistance Software/Data Backup Customers understand and agree that Dell is not responsible for any loss of software or data. If a service call is initiated, but customer responsibilities are not met, a service call shall be deducted from the call pack purchased by the customer. Renewal Customers may purchase additional service call packs by submitting a purchase order to Dell. The statement of work and pricing in place at the time of purchase will apply. Claims of Confidentiality or Proprietary Rights. The customer agrees that any information or data disclosed or sent to Dell, over the telephone, electronically or otherwise, is not confidential or proprietary. Service specifications are valid in the EMEA Direct Countries only as specified herein and subject to change without notice. This document has been prepared as a description guide of Dell s Support and Service offerings and is not intended to be a complete description. Neither Dell nor its affiliates assume any responsibility for inaccuracies, errors or omissions that may be contained herein. Dell reserves the right to make improvements or changes to this document and the products and services described at any time, without notice or obligation Dell Inc. All rights reserved. Reproduction in any manner whatsoever without the written permission of Dell Computer Corporation is strictly forbidden. Dell and the Dell logo are either registered or unregistered trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell disclaims any proprietary interest in trademarks and trade names other than its own. 12